[et_pb_section fb_built=”1″ _builder_version=”4.27.6″ _module_preset=”default” background_color=”#F5F6F6″ use_background_color_gradient=”on” background_color_gradient_direction=”240deg” background_color_gradient_stops=”rgba(255,255,255,0) 0%|#f5f6f6 36%|#faae1c 36%” custom_padding=”0px||0px|||” global_colors_info=”{}”][et_pb_row column_structure=”3_4,1_4″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”3_4″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Client Relationships” _builder_version=”4.27.6″ _module_preset=”default” header_level=”h1″ header_font=”–et_global_heading_font|700|||||||” header_text_align=”left” header_text_color=”#F5F6F6″ header_font_size=”52px” header_line_height=”3.1em” positioning=”relative” vertical_offset=”25px” custom_padding=”|||0px|false|false” global_colors_info=”{}”][\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_4″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/03\/EA-Logo.png” title_text=”EA Logo” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Why accountants do what they do” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/05\/2-Men-climbing-rock.jpg” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n
When I ask accountants their WHY, most reply that they want to help their clients.\u00a0In every workshop, conversation, planning day, the top response is \u201cI want to help my clients.\u201d<\/span> [\/et_pb_blurb][et_pb_blurb title=”Find the courage to walk away” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/05\/Man-walking-into-sunset.jpg” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Many times in my personal and professional life, I have struggled to make the move and walk away from situations I knew weren\u2019t good for me.\u00a0I just couldn\u2019t make the move. It was too hard, so I stayed in the bad personal relationship, with the difficult client, in a situation that was not good for me.<\/span> [\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Your difficult client – Who do you choose?” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/05\/Man-face-palming-next-to-woman.jpg” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n So which client was the first to come to mind?\u00a0It was a no brainer, right?<\/span> [\/et_pb_blurb][et_pb_blurb title=”Breaking up is hard to do” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/05\/Nerd-and-Woman-holding-broken-heart.jpg” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Not quite ready to let go of that difficult client?<\/span> [\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" When I ask accountants their WHY, most reply that they want to help their clients.\u00a0In every workshop, conversation, planning day, the top response is \u201cI want to help my clients.\u201dIn the 25 years that I have been working with accounting firms, I have seen their commitment to helping their clients.\u00a0Yes, they are constantly under pressure […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":255589,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"footnotes":""},"class_list":["post-255653","page","type-page","status-publish","hentry"],"aioseo_notices":[],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/pages\/255653","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=255653"}],"version-history":[{"count":6,"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/pages\/255653\/revisions"}],"predecessor-version":[{"id":256397,"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/pages\/255653\/revisions\/256397"}],"up":[{"embeddable":true,"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/pages\/255589"}],"wp:attachment":[{"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=255653"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
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<\/span>In the 25 years that I have been working with accounting firms, I have seen their commitment to helping their clients.\u00a0Yes, they are constantly under pressure and don\u2019t have time to service their clients as well as they would like.\u00a0Yes, turnaround times blow out and occasionally things fall through the cracks.\u00a0But the accountant\u2019s commitment to helping their clients meet their compliance obligations and keeping\/getting them out of trouble is second to none.<\/span>
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<\/span>Accountants nag, cajole, run interference, negotiate and fight for their clients every single day.\u00a0The cost to accountants is stress, overwork, overwhelm and guilt for not having enough time to look after all their clients properly.\u00a0They also sacrifice time with their families, their physical and mental health.<\/span>
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<\/span>Unfortunately, not all clients value what their accountant does for them and the sacrifices they make.\u00a0They are slow to pay, don\u2019t send in the information needed in a timely manner, ignore advice and complain about the bill.\u00a0These clients are in the minority. However, they take resources away from our good clients and they cause unnecessary stress for the entire team.<\/span>
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<\/span>And yet we keep them.\u00a0Why?\u00a0Perhaps we feel sorry for them, they might be a good referrer, they are connected to a number of good clients, they have been a client for many years, the fee is large and the list goes on\u2026<\/span>
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<\/span>I would like to challenge you to think about one difficult client over the weekend.\u00a0The first client who comes to mind is the one.\u00a0List what makes them difficult.\u00a0Then list the reasons that you continue to work with them.\u00a0That\u2019s all.\u00a0I\u2019m not asking you to get rid of them (yet).\u00a0Just document the reasons you would love to get rid of them and the reasons you continue working with them.<\/span>
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<\/span>DM me next week and we can talk it through. I\u2019m happy to be your sounding board.<\/span>
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<\/span>Have a great weekend!!<\/span>
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<\/span>Magnific photo<\/span><\/p>\n
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<\/span>Each and every time that I stuck it out, circumstances brought the situation to a head in a way that I couldn\u2019t ignore.\u00a0A client who became abusive, another who left because I wouldn\u2019t do something that was not legal or ethical.<\/span> <\/span>
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<\/span>The partner of one of the firms I worked with was devastated when a client, who he considered to be a friend, left because the accountant refused to write a letter confirming an overstated revenue figure for the bank.\u00a0He knew that he made the right decision but he was blown away by the entitled attitude of the client, in thinking that the accountant was in the wrong!<\/span>
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<\/span>Today, I am challenging you to think carefully and release the client(s) that you know deep down you should.\u00a0Do it before circumstances take the matter out of your hands.<\/span>
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<\/span>Stay tuned next week for some practical tips on how to have \u201cthe talk\u201d with your client.<\/span>
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<\/span>Share this article with a colleague and have a great day!<\/span>
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<\/span>Magnific photo.<\/span><\/p>\n
<\/span>Why?\u00a0Are they:<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Slow to pay<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Difficult to work with<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Uncooperative and unresponsive<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Disrespectful<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Chaotic<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Unprofitable<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Rude<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Unappreciative<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Always late<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Critical<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Irresponsible with their obligations and their money<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Repeat offenders<\/span>
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<\/span>You don\u2019t need me to tell you that if you answered yes to three or more of the above, you should be parting ways with the client.\u00a0But many of you won\u2019t.\u00a0I know it\u2019s difficult to let go of clients.\u00a0Especially when the fee is large.\u00a0I\u2019ve been afraid to walk away from difficult clients because I needed the fee.<\/span> <\/span>
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<\/span>One client represented 35% of my revenue.\u00a0I persevered as long as I could but the director was \u201csailing closer to the wind\u201d every week.\u00a0In the end, I had to let go because I was in danger of getting caught up in a very questionable legal situation.\u00a0I was terrified of how I would replace the lost revenue.\u00a0Miraculously, I replaced the fee within two weeks.\u00a0\u00a0And this has happened every time I have decided to walk away from a client.\u00a0I found new clients within weeks of losing the old client.\u00a0Every time!<\/span>
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<\/span>Write down your reasons for keeping your difficult client.\u00a0Talk through them with a colleague in your firm.\u00a0What was your decision?\u00a0I\u2019d love to know the outcome, so get in touch.<\/span>
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<\/span>Perhaps you are good at making the hard decisions about difficult clients and I\u2019m stating the obvious.\u00a0But if you have a colleague that needs to be challenged, share this article with them.<\/span>
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<\/span>Have a wonderful week!<\/span>
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<\/span>Magnific photo<\/span><\/p>\n
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<\/span>Maybe they aren\u2019t that bad.\u00a0I really don\u2019t want to lose that fee.\u00a0He\/she will tell their friends (who are also clients) that I let them go.\u00a0They are good referrers.<\/span>
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<\/span>It\u2019s not an easy decision to make.\u00a0So, don\u2019t make a decision yet.\u00a0Gather the data first, so that you can make an informed decision.<\/span>
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<\/span>What is the dollar value per year of this client?\u00a0What percentage of your fee base is this client?<\/span>
<\/span>How much do you write on\/off?<\/span>
<\/span>What are the WIP and debtor days on this client?\u00a0Are they slow payers?<\/span> <\/span>
<\/span>How many days does it take for the client to answer queries and send missing information?<\/span>
<\/span>How many times does the client need to be reminded to send in their work?<\/span>
<\/span>How often do they complain about the fee?<\/span> <\/span>
<\/span>How often do they complain?<\/span>
<\/span>Do they take advice and respect your team\u2019s efforts?<\/span>
<\/span>How often do they get themselves into trouble and expect you to bail them out?<\/span>
<\/span>How much revenue has this client referred in dollars?\u00a0Calculate the average yearly dollar value.\u00a0Are the referred clients profitable?\u00a0Are they easy to deal with or are they as difficult as the referring client?<\/span>
<\/span>What is the dollar total per year of the friends\/family of this client?\u00a0How much of your firm\u2019s fee base is potentially at risk in the unlikely event that they leave your firm in sympathy?<\/span> <\/span>
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<\/span>Document the answers to all these questions and then make a list of all the reasons that you want to keep this client.\u00a0Be honest with your reasons.\u00a0Are you keeping them because you don\u2019t want to have \u201cthe talk\u201d with them? \u00a0Do they have potential in the future?\u00a0Is their current situation just temporary due to a significant life crisis?\u00a0Have they been a loyal client in the past?\u00a0Do you feel sorry for them and you just want to help?<\/span>
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<\/span>All of these are legitimate and reasonable reasons to keep these clients.<\/span>
<\/span>However, you need to make a CONSCIOUS DECISION to keep them or let them go. \u00a0You have to give yourself and your team reasons for continuing to deal with this client.<\/span> <\/span>
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<\/span>I look forward to your feedback.<\/span>
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<\/span>Magnific photo<\/span><\/p>\n